Service Operations Specialist

2 weeks ago

Thomson, Georgia, United States KSB SE and Co KGaA Full time

KSB SE and Co KGaA is a premier provider of pumps, valves, and associated services. Our dependable, high-performance products are utilized in various applications where fluids require transportation or control, spanning sectors such as building services, industrial operations, water transport, wastewater management, power generation, and mining. Established in 1871 in Frankenthal, Germany, our organization boasts a global presence with dedicated sales and marketing teams and manufacturing facilities across all continents. With over 190 service centers and approximately 3,500 service professionals worldwide, we deliver local inspection, maintenance, and repair services under the KSB SupremeServ brand. Our success is driven by innovative technology stemming from extensive research and development efforts.

OVERVIEW:

In the role of Service Operations Specialist, you will operate under the direction of the Service Operations Manager, overseeing projects from inception to completion. This position involves assisting with and leading the assembly and disassembly of various rotating machinery. As a vital member of our team, this hands-on role requires exceptional customer service skills, strong interpersonal abilities, and the capability to thrive under the pressures of deadlines and budget constraints. Your responsibilities will include executing tasks with professionalism to enhance the company's reputation and ensure adherence to current health and safety regulations while upholding KSB's Health and Safety Policy.

RESPONSIBILITIES:

  • Analyze and interpret service orders and job data sheets to confirm the scope of work, technical specifications, and customer needs prior to task assignment.
  • Interpret engineering drawings from KSB and vendors, effectively communicating this information to the workshop team.
  • Develop rework drawings and technical guidelines for workshop technicians and vendors, including quality control plans.
  • Create comprehensive condition reports throughout the process for quotation generation, work instructions, and customer communication.
  • Maintain ongoing coordination and interaction with the Service and Operations Manager, shop personnel, sales teams, and vendors to meet customer expectations.
  • Possess knowledge of various pump designs, components, and rotating equipment.
  • Understand different shaft seals and sealing strategies, including mechanical seals and packing.
  • Be familiar with various bearing types and arrangements, such as Babbitt and roller bearings.
  • Have experience with machining and welding techniques.
  • Maintain a high level of customer interaction and communication, ensuring effective communication with both clients and team members.
  • Coordinate projects from start to finish, both in ERP systems and on the shop floor, managing multiple projects concurrently.
  • Utilize ERP systems to document daily time entries, establish operational steps and job tasks for disassembly/repair processes, create repair bills of material, and initiate purchase requisitions with the purchasing department.
  • Provide quotations for gearbox and pump repairs, machine shop services, fabrication, field service, power generation, industrial wastewater, municipal, and general industrial projects.
  • Collaborate with purchasing to obtain and organize parts and materials pricing for quotations.
  • Engage with vendors to ensure prompt parts and materials pricing turnaround.
  • Assist in implementing departmental objectives and train colleagues in daily functions as required.
  • Compile and finalize customer repair quality control data packages and assembly data reports.
  • Act as a liaison with KSB vendors to obtain pricing and availability of spare parts and services for service-related projects.
  • Collaborate with internal work centers and personnel to discuss and verify work scopes and tasks.
  • Schedule and manage job flow throughout the entire process, driving efficiency to achieve timely delivery and accuracy.
  • Perform additional duties as assigned.
QUALIFICATIONS:
  • 5 to 8 years of experience in an industrial setting with mechanical and technical skills, including the ability to read and interpret technical drawings.
  • Bachelor's degree in engineering or a related technical field with 2-3 years of experience OR alternatively, a two-year degree in a technical or mechanical field with 3-5 years of experience, or 5 to 8 years of experience in a custom manufacturing or service environment.
  • Excellent verbal and written communication skills.
  • Proficient in multitasking, reliable, ethical, responsive, and capable of managing stress while adapting to changes in a dynamic environment.
  • Strong organizational skills and the ability to work effectively in a team setting.
  • Demonstrated patience, problem-solving abilities, and the capacity to manage service quotations and order processes.
  • Ability to participate in cross-functional teams and prioritize tasks based on urgency.
  • Technical writing skills for managing reports that describe conditions, repairs, and failure analysis.
  • Ability to convey detailed assessments of equipment and failure modes pictorially, verbally, and in writing.
  • Thorough understanding of measurement units and proficiency in converting between metric and imperial systems.
  • Knowledge of material and pump applications, including the ability to read pump curves, blueprints, and service manuals.
  • Strong grasp of bearing fits, gearing, failure analysis, and repair methodologies.
  • Computer proficiency in ERP systems (SAP/C4C, Oracle, CRM, etc.), Microsoft Office Suite (Outlook, Word, Excel, SharePoint), Adobe, and AutoCAD.
  • Understanding of business processes in a service and/or manufacturing environment.
  • Primary language required: English. Bilingual candidates in Spanish or German are preferred.
PHYSICAL REQUIREMENTS:
  • Physical requirements may include, but are not limited to, lifting up to 70 lbs. (Thomson & Florida) and 50 lbs. (Canada), squatting, pulling, kneeling, pushing, and bending, depending on departmental needs.
  • Willingness to wear a respirator for specific responsibilities.
KSB Group is an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. KSB makes hiring decisions based solely on qualifications, merit, and business needs at the time.

We value employees who take initiative and are committed to our company; individuals who take responsibility and focus on business success. In return, we offer fair conditions for collective wages and pensions, flexible working time models, individual training opportunities, and excellent career prospects.

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